Mister Spex Arvostelua 

Vi beställde kontaktlinser till vår dotter. När vi hämtade ut paketet fanns bara linser för vänster öga. Kontaktade företaget som inte visste varför försändelsen var felaktig. De lovade återkoppla till oss var resterande linser tagit vägen. De har de inte gjort och det har gått 14 dagar!!! När vi ringer Mister Spex svarar både engelsktalande och tysktalande personer och det blir väldigt svårt att förklara på ett bra sätt. Vi är mycket besvikna över hur de behandlat oss som kunder. Under all kritik. Det tråkigaste var att min dotter hade tänkt att ta med sig linserna då hon åkte utomlands med sol och bad.

Shipping took ages

Good service

The website shows a 3-5 day tracked delivery service.
10 days later I am still waiting. Contacting customer services I have been told I must wait 4 more days to ask for a refund. Finally been given tracking data which shows Royal Mail are still waiting for my lenses.
What a waste of time and effort when other opticians offer next day delivery.

Very poor service. They could not find out if my order had been processed or not but they took my money. Told me to find another supplier!
Still waiting for my refund!
My advice is do not buy from Mister Spex.

At every stage of my purchase, the delivery time is stated as 3-4 working days. It arrived in 8. When I spoke with customer services they stated it would be a minimum of 7 because of shipping from Germany - which is fine, if they hadn't stated 3-4 days at every stage of the purchase. Lack of transparency is extremely frustrating - won't use again.

Great prices and service!!

I placed an order with Mister Spex on 11th April 2025 to try on glasses at home. After returning them the following day and submitting my prescription through their website, I expected the final pair to arrive promptly.
Instead, I endured weeks of confusion, repeated phone calls, and false assurances. I was told several times that the issue was resolved, that my returned box had been located, and that new glasses would be dispatched. Despite this, nothing arrived.
Even worse, after being assured by their customer service that no payment would be taken due to the confirmed return, £408 was debited from my account on 6th May. I’ve since been told I would receive a refund and that my glasses are finally on their way—but the tracking link hasn’t updated since last Friday, despite their promise of next working day delivery.
Their customer service is robotic, unhelpful, and frustrating. I’ve never experienced such poor communication or accountability from a company in this sector.
At this point, I’ve lost trust in Mister Spex and do not recommend them. Delays, broken promises, and unauthorised charges are not acceptable—especially for a company dealing with something as important as prescription eyewear.

Please beware of this company - hide that they are in Germany. Returned my glasses May 2nd, tracking shows delivered May 6th, but they have charged me saying they've not received them. Apparently even though they advertise 'tracked returns' via Royal Mail, it's only tracked to a freight forwarder, and then nothing. Seems very dishonest - I've been charged £350 despite the glasses being returned 10 days ago. Customer Services rude and unhelpful.

I’ve used Mister Spex a few times in the past with no problems but something has changed. Returned the trial frames well within the required time, and the Royal Mail tracking confirmed it was received two weeks ago. I have just been invoiced for the full cost, because when the package was received at the returns address given, it was then apparently forwarded on to Germany, with no tracking, and I won’t get a refund until it reaches the new destination in Germany.

Never received my refund after sending glasses back . Not to be trusted

Today is 13th May. I ordered the try at home specs on 24th April. I have sent them back with my lenses prescription over a week ago, "they" have received them a couple days later. Only to hear nothing for a few days, chase them up, where it was actually revealed that they haven't even received the specs - it's a freight partner that receives them, then sends them to Germany where the company ACTUALLY is.

- I ordered on 24th April
- "They" received on 7th May
- I contacted on 13th May
- They said they will actually receive them on the 17th May

So I won't have my glasses a until end of May. Not only this is appalling but also unethical using a .co.uk site url and not clarifying anywhere that they're based abroad.

EDIT

It's now 19 May, when they confirmed that they received the frame back and will start processing. I asked if I will have the glasses by 21 May and they said it takes 5 to 14 days to process and deliver. I asked if there's a way we can fast track this. I'm willing to pay for a fast track service. They didn't care, they said they have no influence in this.

They don't understand that this is vision that we're talking about. I'll be waiting for over a month for drastically changed prescription. Simply unacceptable.

Mr Spex your response to this is embarrassing.

EDIT V2

I got a dispatch notification on Monday 19 May. It's now Friday 23 May and the RM tracking still says "We're expecting it".

We're now at the month mark of when I bought the glasses.

Die teuersten Gläser sind dicker als normal geschliffene Gläser bei Fielmann.
Der Rahmen ist sowas von billig. Die Farbe blättert ständig ab.
Die Leute im Chat sind dermaßen unfreundlich.
Ich würde NIE wieder hier eine Brille bestellen und ich rate wirklich jedem zu Fielmann zu gehen.

Great prices for lenses and good service

DO NOT BUY FROM MISTER SPEX
YOU NEVER GOT A REFUND!!!
Ordered a pair of sunglasses and decided to return them. They had a 30 days money back guarantee listed on their website.
Sent out my return parcel in late March.
Parcel shows delivered on 4/4. I didn’t receive any email acknowledging my return.
Reached out to customer service after a week, being told the parcel arrived at UK warehouse, after inspection they would refund me, the whole procedure required bloody 18 working days meaning almost a month.
A week later still did not receive any acknowledgement email, reached to the customer service again. This time being told THE PRODUCT NEED TO BE SHIPPED BACK TO GERMANY WAREHOUSE for inspection before getting a refund. Hello you never say that on your website or refund policy??? You website FAQ is saying refund is processed within 7 working days from day of shipping?? Why promising this if you can’t do it???
Finally received the acknowledgement email on 23/4 which has been 20 days since it’s delivered to UK warehouse. What were you doing this whole time??? Even if I swim across the sea and walk to Germany it would take less than 20days??
2/5 received the email stating refund had been completed and will shown in 8 working days. I can’t believe nowadays they need 10days to process a refund and it takes 8 working days to show up??? I always get my refund within a few days in other website???
Today 4/5 it has not been shown up. What the hell??? I don’t know what I’m waiting for for the entire month it has been a total waste of time. Do you have a cash flow issue that needs you to hold up client money??? Also customer service only working Mon-fri 9-5pm makes it very difficult to reach to them. If you only work while I work, how could I spare time to reach out to you??? Worst refund experience ever!!! I would definitely not buy from here again!

Ordered 4 No. pairs of frames for the home trial. Placed a subsequent order for 2 No. pairs of the frames with perscription lenses.

No return label was inside the box, so had to hand write my order number to go inside the box. I returned all 4 pairs of frames, but have been charged on my credit card for all 4 no. pairs of frames from the home trial.

I contacted the company to be told they had not received the frames, even though I have proof of postage. They were posted back on 19/04/2025 and they still haven't received them, they are still at custom's and it's now 02/05/2025!!

I just want my money refunded.

Definitiely would not recommend using this company from my experience!!

A very competitive price will attract you. The customer service team is excellent. You are kept informed via email every stage of the way through to delivery. They are great on the phone too. Shipments are from Germany, so build in some lead time when ordering. I think my last order was 5 days to get to Royal Mail and then a couple of days to arrive.

I used the Try at Home thing. Glasses received later than expected. Instructions said to send back using the address label in the box - there wasn't one. Contacted support and they told me to create a new label which I did. Send off to the post office.

Couple of days later they take the full amount for 4 frames (over £600) and say that they haven't received the item - even though I have proof of postage.

Now they are saying they won't refund it yet because the parcel is held up at customs.

So what was supposed to be an easy, stress free experience of trying glasses at home, has become a nightmare. I will not be using them again

Ich bin seit über 10 Jahren Kunde bei Mister Spex. Ich hatte schon Brillen die beim putzen in der Mitte durchgebrochen sind, wurden immer auf Kulanz getauscht. Nun nicht mehr. Obwohl das Problem offensichtlich ist wird mir die Schuld gegeben. Das wars dann, ein Kunde weniger.

Very fast delivery. Easy to order